I ordered a round mirror, and when it arrived, the mirror was broken into a million pieces. I knew before I even opened the box because I could hear the rattling sound when I started to open it. I immediately called customer service and explained the situation, and she was very nice and helpful. She offered my money back or a replacement. I opted for a replacement since it's a very cute mirror and perfect for my space. I'm worried the replacement will also come broken because it wasn't packaged very well. She noted for the shipping department that it needs to be packaged more securely, so we'll see when it arrives. She also said I don't need to return the broken mirror, which makes my life easier. Overall, I'm very happy with customer service and will continue to shop at Birch Lane. I'm giving four stars because the mirror is very nice and customer service was great - they just need to improve how they package fragile items.